Role & responsibilities: The Team Leader Telemarketing Operations will be responsible for leading a team of Telemarketing Executives engaged in customer acquisition, loan lead generation, customer engagement, and business support for the Microfinance / MLAP / IL business. The incumbent will drive tele-calling productivity, ensure timely lead allocation and follow-up, improve conversion rates, maintain data quality, and support branch business teams in achieving business objectives while ensuring adherence to RBI, Fair Practices Code, and internal compliance guidelines.

Team Leadership

- Lead, supervise, motivate, and monitor a team of Telemarketing Executives across Kochi and Noida.
- Allocate daily calling targets and monitor individual productivity.
- Conduct daily team huddles and periodic performance reviews.
- Coach team members on customer handling, objection management, and conversion techniques.
- Identify training needs and facilitate continuous skill development.

Customer Acquisition & Lead Management

- Ensure timely calling of allocated customer databases and digital leads.
- Generate quality leads for Microfinance loan products.
- Qualify prospective customers based on predefined eligibility criteria.
- Coordinate with Branch Business Teams for lead allocation and customer conversion.
- Monitor lead ageing and ensure timely follow-up until closure.
- Improve lead conversion and appointment generation.

Operational Excellence

- Monitor daily calling productivity and campaign performance.
- Ensure adherence to tele-calling scripts and standard operating procedures.
- Maintain high standards of customer interaction and service quality.
- Ensure accurate customer information and call outcomes are updated in the CRM system.
- Ensure complete documentation of customer responses.

Quality & Compliance





- Conduct regular call quality monitoring and provide feedback.
- Ensure compliance with RBI Fair Practices Code, customer consent requirements, and internal tele-calling policies.
- Maintain confidentiality of customer information.
- Ensure ethical customer communication and responsible selling practices.
- Escalate customer grievances or complaints to the concerned teams for timely resolution.

Performance Monitoring & MIS

- Track daily, weekly, and monthly team performance.
- Prepare productivity dashboards and MIS reports.
- Analyse lead conversion trends and campaign performance.
- Monitor branch-wise and region-wise lead conversion.
- Share actionable insights with management to improve business performance.

Cross-functional Coordination

- Coordinate with Business, Branch Operations, Marketing, Digital, IT, and Customer Service teams.
- Support branch teams in lead closure and customer onboarding.
- Resolve operational issues affecting productivity and customer experience.
- Ensure smooth coordination between centralized telemarketing and field sales teams.

Process Improvement & Digital Initiatives

- Recommend improvements in tele-calling processes and customer engagement.
- Support implementation of CRM enhancements and workflow automation.
- Leverage AI-enabled calling analytics and dashboards to improve productivity and lead conversion.
- Identify opportunities to improve customer response rates and operational efficiency.

Experience

- 4 to 8 years of experience in Telemarketing, Customer Acquisition, Business Operations, or Inside Sales.
- Minimum 3 years of experience leading a tele-calling team.
- Experience in loan sourcing, customer acquisition, or branch business support will be preferred.

Language Proficiency

- English Mandatory
- Hindi Mandatory
- Malayalam or Tamil Mandatory

📌 Customer Retention Tele Calling - Team Lead (Kerala)
🏢 Muthoot Microfin
📍 Kerala